Frequently asked questions

• Participation in the courses and webinars is only possible via online payment (PayPal, Creditcard)
• After payment you will be sent a confirmation and a receipt as proof of payment.
• An itemized invoice will be sent on request.
• You will receive a unique login link a few hours before the start of the webinar or course.

• The group registration means five places of which only four will be charged.
• The first registrant is considered the primary applicant.
• Upon registration, this primary applicant will receive the invoice and a group code, which they should then forward to the four other group members.
• Each colleague must then register individually, making sure to enter this unique group code in the registration form.
• Please ensure that you select the same webinar / online masterclass and date as the primary applicant.
• All five participants need to register so that we have all the necessary information from everyone to optimally manage the entire process for each participant.
• The four paid spots are charged at the applicable early bird or full rate. The fifth spot is free of charge.
• The invoice will be prepared based on the billing details provided by the primary applicant on the registration form.

• After online payment you will receive a receipt, and the invoice can be sent on request.
• In that case, submit a request via our contact form and we ensure proper handling

In a very limited number of cases, issues with credit card payments can be experienced. At the moment, specifically Canadian Mastercard for Business payments can be problematic. If you encounter any payment problems with a credit card, please go through the following steps:

• Check whether the cardholder's name and the details on the credit card match completely.
• Consult Your Credit Card Provider: There might be a quick fix that they can provide which pertains to the 3DSecure settings on your card. Ask the credit card issues the following three questions: Do you see the attempted payment? Did you block it? Can you let it through?
• Retry Payment with Another Credit Card: If you have an alternative card, it might bypass this specific issue.
• Alternative Payment Methods: We can accept payments through PayPal, which offers a straightforward and secure way to make online payments without encountering 3DSecure related issues. It may also be an idea to make a PayPal payment privately and reclaim the costs from your own organization afterwards.
• It is extremely annoying that payment is such a hassle, but we will try everything to make participation possible in any case.

• Immediately after registration you will receive a confirmation by email.
• You will receive a reminder by email a few days prior to the webinar.

• The login details wil be sent to the staff email address per participant approximately 4 hours before the start of the webinar
• It is also recommended to check the spam box
• If you still need help, please mail info@ecb-education.com so we can immediately provide support in overcoming technical problems
• You will receive the handout immediately after the webinar
• The certificates are sent after the online version has ended (i.e. one week after the live stream)

If you are unable to attend the live stream, we will give you access to the recorded masterclass or course for a week, starting the day after the live event. You do not need to indicate this, as this takes place automatically. Please pay attention to your planning, because it is not possible to extend the license to access the online learning environment.

If you have a disability and need additional accommodations from us to be able to participate in any of our courses, online masterclasses or webinars, you can send us a request via our contact form.

• Our courses and webinars are delivered via Zoom
• Unlike a Zoom Meeting, only designated people are visible
• In addition to the chat, the participants can also respond by asking questions in the Q&A
• Make sure you have a stable internet connection
• We recommend testing your device's setup at https://zoom.us/test
• You will receive the login link from Zoom a few hours before the webinar starts
• It is not allowed to share or further distribute this link. Each attendee can participate with a maximum of 1 device at the same time
• We will send you a reminder with additional information about the event via e-mail a couple of days before the webinar takes place
• You're welcome to log from 15 minutes before the start of this webinar

If you have never used Zoom before, we urge you make use of the aforementioned test link and to log in well before the start of the course or webinar. In that case, if you run in to technical difficulties, our support team are more likely to be able to get them solved before the start of the event. In that case send an email to info@ecb-education.com

• Log in using the link
• Click on the cc button at the bottom of the screen
• Click on the ^ symbol next to the cc button
• Turn on the translation switch
• Choose spoken language Englisch
• Choose your preference language regarding the subtitles
• Adjust the subtitle box by dragging the edges

Upskill is a user-friendly and certified software package from Australia that is easy to follow on both computers and mobile devices.

You log in with your email address and the code you receive via email.

• If it doesn't work immediately or if your computer crashes, choose 'sign up - log in - renew password'.
• Through actions - review course, you can revisit the components during the duration of the online training.
• Using the purple bar (at the bottom of the screen), you can fast forward and continue where you left off.
• The process is recorded, allowing for accountability to the various quality registers. All presentations must be watched in full and are registered as completed after clicking through to the next part.
• The licenses are valid from the start date for the pre-indicated duration of the training. Afterward, access automatically stops, and all files are deleted from the Upskill external learning environment. Subsequently, the final results (how much % is followed) of all participants are automatically registered for the processing of accreditation points and the preparation of the participation proofs / certificates.
• Note, extension is not possible, so pay close attention to your planning!
• Although most websites and web services strive for zero downtime, downtime is inevitable. Even giants like Google and Facebook occasionally experience downtime. The server is then 'down', making a website or in our case our online learning environment inaccessible for a (short) period.

• Attendance during the course or webinar is carefully registered.
• Following the on-demand version will also be closely monitored within our secure online learning environment.
• With 100% participation, the participant will receive an official certificate of attendance by email one week after the live performance of the webinar.

• For some professionals, a final test applies, in accordance with the criteria of the applicable professional register such as APA of which they are members.
• This proof will be sent by email within 24 hours after the end of the live course or webinar.
• The final test is not administered to professionals who do not wish to claim accreditation points.
• With 100% participation, the participant will receive an official certificate of attendance by email.

• Accreditation in the UK has been arranged with the British Psychological Society, as indicated on each event page.
• ECB-Education has been recognized by the American Psychological Association (APA) as a sponsor of continuing education (CE), which we regard as a testament to our commitment to excellence in the field of continuing education.

• An important cause of you not receiving our messages may be an overly enthusiastic spam filter. Therefore, check the “junk mail” folder to see if the message you are looking for have ended up there.
• Alternatively, contact your system administrator and ask him to make sure all messages from our domain reach your inbox.

• The program as published on the website is leading.
• You will not receive any information prior to the course or webinar.
• The presenter's slides will be sent by email immediately after the course or webinar.

Our complaint procedure can be found as an annex to our terms & conditions.